Manager, Client Success

Built Technologies

Nashville, TN, US
  • Job Type: Full-Time
  • Function: Technical/Customer Support
  • Post Date: 02/06/2021
  • Website: getbuilt.com
  • Company Address: 624 Grassmere Park, Suite 16, Nashville, TN, 37211

About Built Technologies

Built Technologies was founded in 2014 out of firsthand frustration with the challenges and pitfalls often associated with construction lending and the belief that technology could transform the loan management process. Built’s collaborative software streamlines the collateral monitoring and draw management process – a process widely recognized as highly cumbersome, costly, and fraught with risk. By bringing the draw management process online, Built helps lenders reduce construction loan risk, increase loan profitability, transform the borrower experience, simplify compliance, and provide unprecedented portfolio insights.

Job Description

Built is a growth-stage company at the intersection of FinTech and PropTech. We are on a mission to change the way the world gets built with technology and services that streamline the $1.2T U.S. construction industry. We strive to empower lenders, owners, builders, and vendors with innovative software, payments products & services that enable participants to manage risk, maximize productivity / collaboration and ensure better cost management as capital flows into and throughout the construction industry. Founded in 2015, Built now serves more than 110 of the top financial institutions in the US and Canada, including 25+ of the top 100 US construction lenders. In 2019, we completed our Series B raise led by Goldman Sachs bringing our total funding to $55M. Bringing on the “best talent in the world” is at the forefront of our continued growth trajectory.
 
Built’s clients are critical to our success and we believe in earning our client’s business every single day. We are seeking a proven leader in this player/coach role to scale and coach a team of Client Success Managers. In the Manager, Client Success role you will help develop and execute strategies and processes that drive engagement and adoption across current clients resulting in retention and increased opportunity. You will collaborate with leaders across the business in marketing, relationship management, operations and client services.
 
This is a player-coach role for a person who can present a holistic vision of how to scale the team while owning client relationships and getting in the weeds to solve client issues. A successful person will have the opportunity for ongoing growth as our business scales.

Role

    • Lead a team of CSMs to achieve mission of creating value for Built and tangible impact for its clients
    • Manage day to day team activities and set and monitor team and client goals
    • Set high expectations and empower / coach team to meet them 
    • Drive growth by generating referrals and expanding relationships 
    • Improve team process through experimentation, analytics and close listening to clients
    • Leverage data to understand, communicate and drive client value and to set and reach metrics and KPIs that prove measurable ROI to Built and it’s clients
    • Embrace Built’s mission and become proficient with our industry, products, and services 
    • Serve as the point of escalation for client issues and leverage sound judgment to prioritize and work cross-functionally to resolve with appropriate urgency
    • Be the voice of the client and of the client success team within Built
    • Present a vision for how to effectively scale the CS org to leadership and communicate progress and key developments regularly to leadership and cross-functional teams  
    • Develop cross-functional relationships at Built (i.e., sales, support, product, engineering, etc.) to strengthen knowledge and advocate for client’s needs
    • Contribute to product roadmap discussions to facilitate alignment with client needs
    • Identify and advocate for client success tooling and data infrastructure needs, and drive adherence to systems selected

You will fit right in if you

    • Lead through authenticity, trust, and integrity
    • Are a people manager who multiplies their success through developing others
    • Are analytical, organized, and possess excellent communication skills
    • Are committed to agility, continuous learning, improvement and operational excellence
    • Think like an owner, and expect the people you work with to do the same
    • Are comfortable working in a fast-paced, agile culture

Qualifications

    • Bachelor’s degree 
    • 5+ years of previous experience in Client Success, Relationship Management or Account Management
    • A track record of meeting or exceeding retention targets
    • A track record working with C-suite and senior clients to solve complex problems
    • Previous experience in the financial services or banking industry is preferred but not required
    • Previous experience with enterprise and/or B2B SaaS solutions is preferred but not required
Perks:
The rare opportunity to change the world and radically disrupt an industry
Competitive benefits including Unmetered Vacation; Health, Dental & Vision Insurance; and 401k
Flexible Hours
Weekly Team Lunches
Kitchen loaded with all the essentials to keep you productive

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.